Nest Thermostat

[mfannin]

I received an email to replace the nest due to you all identified an issue.

[mfannin]

I would like to replace the device.  How do I go about doing this?

[Markjosephp · Accepted solution]

Hello mfannin,

I've duplicated your thread in the main one here. You’ll receive all updates on this issue on the main thread, and we recommend updating and checking this thread when needed.

Thanks,

Mark

[mfannin]

Melissa,

We've identified an issue with your new Nest Thermostat and its ability to draw power from your heating or cooling system. Unfortunately, the issue cannot be fixed on your device, but we'd like to replace your thermostat for free. It's the least we can do for the inconvenience.

To receive your free replacement, please contact our customer support team at 1 (855) 469-6378. When speaking with support, please provide the thermostat's 14-character serial number that can be found on the bottom of the device above the QR code.

We apologize again for this inconvenience and look forward to helping you.

- The Google Nest team

[Markjosephp]

Hello mfannin,

Thanks for reaching out to the Google Nest Community Forum. I'd be happy to take a look at this for you.

Could you please tell us more about the email you received? When did you receive it? Also, are you experiencing issues with your Nest Thermostat?

I'll look forward to your response.

Regards,
Mark

[mfannin]

is there a number I can call to discuss this

[Markjosephp]

Hey there,

To get in touch with our onset support, please fill out this form so our team has an idea of your inquiry. Also, you will have the option to choose which support channel to use to discuss it.

Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further.

Best,
Mark

[zsoukaris]

Hi there, I'm trying to complete the replacement order for our thermostat and have not yet received the link.  Can someone from Google Nest please help? I'd prefer to speak to a live person rather than email.

[zsoukaris]

I already have a case number and confirmation that i can get a replacement however, no link has been sent to me yet. Thank you.

[Markjosephp]

Hi zsoukaris,

Thanks for letting me know. Can I ask for the support ID number so I can see the status?

Best,

Mark

[mfannin]

I just want to know how to replace the device.  

[Markjosephp]

Hi mfannin,

Thanks for letting me know about the report you received. It appears to be a power-related concern with your Nest Thermostat. Could you help me gather these details so we can move forward?

• What error code or message is shown?
• When did you buy the thermostat?
• When was the thermostat installed?
• C-wire power source (C-wire to HVAC system, add-a-wire, or AC adapter)
• Photo of the wiring to the backplate.
• Did you add a C-wire or change their wiring after they paired?
• Heating, ventilation, and air conditioning (HVAC) system type.
• When was the device first paired?
• Power reading from Equipment Power Info (VIN, IIN, PS-*)

Best,
Mark

[mfannin]

Equipment error

m24

[Markjosephp]

Hello there,

Got it! Could you also help me gather the additional information so we have a reference? Keep me posted.

Regards,

Mark

[EmersonB]

Hello everyone,

@mfannin and @zsoukaris, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Thermostat? We would appreciate it if you could share the information we’re asking above. So that we could take a closer look and assist you further.

I appreciate the help, Mark.
 
Best,
Emerson

[Jenelyn_O]

Hi folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 

I appreciate your help, Mark and Emerson.

Thanks,

Jenelyn